For a business these days it’s very important to be across social media so that they can converse with their customers and their opinions, be it good or bad.
Some companies want this, others decide they just want the good, others decide they don’t want any at all.
All of these decisions make or break a company’s publicity machine. Stores and businesses MUST respond to feedback and comments UNLESS they are vile pieces of crap that should be deleted. Stores and businesses MUST be willing to cop the bad with the good and learn and change from these complaints. Customers keep your business running, pay your bills, and pay your workers, allowing you to continue making and selling your products.
Samantha Wills is one of them. A successful Aussie jewellery designer who moved to New York a few years ago and left her company to a business partner to deal with all the hard work while she concentrates on designing.
1 – I was very opinionated about designer jewellery and it’s outrageous price. I also named Samantha’s bangle that broke and what I thought about the quality.
2 – I complained about the absolutely ridiculous and convoluted survey they had put out early last year. It was ridiculous and convoluted!
3 – I’ve done Designer Inspired posts about the SW inspired jewellery I’ve made, or the inspired copies I’ve bought off eBay and turned into similar SW pieces. I must be a jewellery threat to the company as I know she doesn’t design every piece she sells. Gatsby Girl for a start.
4 – I recently did another post about Samantha where I wrote about my personal feelings toward her and her company. How she was uninspiring me and turning me off with her insecure behaviour. Mind you, the post was about what beauty companies are doing to make women insecure.
I suppose this could have been seen as unsupportive of SW and the SW brand. What do you expect people to do when you post such things SW? Agree with you? Not this woman! And there ain’t nothing wrong with people not agreeing with you.
5 – I conversed with another fan about her bad experience with SW jewellery, how she was disappointed in the quality of her recent buys, how bangles didn’t fit, how the prices were getting out of hand, and how she couldn’t afford to pay full price any more for bad quality. I was blocked, she was not, and she has said more things about SW than me.
I have NEVER said a bad word about or against Samantha. She used to be an inspiration, someone I looked at and admired. When she lived in Sydney that is.
Since moving to New York she has changed and has slowly turned me off her and her company.
The company has also turned me off with how badly run it is.
In 2008 she took on a business partner who’s been running things since. This last year or so a lot of problems have cropped up and no one seems to be fixing them. The company simply looks ahead to new trends and jewellery, home wares and bags they can make and sell.
Customers have money. I am a customer. I buy pre-loved pieces from ebay. I have always come at this as a customer. I have never said I hated Samantha, yet there was a reason I was blocked from Facebook which I would like to know.
Clearly the person who runs the FB page cannot understand someone having an opinion that differs from the SW brand, or doesn’t like opinionated people in general.
Many of us fans are older, Gen Xs and Boomers. Gen Ys seem to have some sort of issue with us.
Or an issue with opinions they don’t agree with.
I have never bought from the website itself. I signed up for newsletters (have now unsubscribed) about two years ago after following her on FB and Twitter. I saw the sales they had, considered buying some things, and then saw the problems people were complaining about on FB. I decided not buy in the sales because of all the problems.
I had decided to buy some things from the website in the last few months and was waiting for them to be restocked when I was blocked. I now will never buy from her website.
Since I was unable to message them via FB I sent an email asking why I was blocked. I’ve received no reply.
To me, that’s petty and pathetic. So is blocking someone from FB just for being opinionated. IF that was the reason.
There are many problems with this company that they have not considered fixing and continue to let happen despite customer’s complaints.
1 – The sales are badly run. Lasting for 40, 50, 60 minutes in conjunction with how many likes they get on FB. The sales always bomb and people complain by the dozens. Very few seem to get what they purchased and most get nothing. The severe tongue lashings I’ve seen on FB because of it really rip into the company.
2 – The quality is not as good as it used to be. Many customers receive broken pieces, or they break within days or weeks of receiving them. They complain via Instagram and on the SW FB page.
I have read many, many interviews where it was clearly stated the jewellery is made in a “Chinese production house”, that’s “politically correct” language for Chinese manufacturing plant. And the very fact that this happens and a “designer price” is still slapped on quality no better than chain stores is wrong. Samantha stated in an interview they go through a 9 month production process where everything is constantly checked and gone over for the best quality and that is something the chain stores don’t do.
No, they don’t need to because the Chinese manufacturing plant you use make extras and send them off to other plants, or the goods are made for, or sold onto chain stores.
Samantha, your jewellery quality IS NO BETTER than chain stores, regardless of how long your process takes or how much you want to believe it.
3 – Quality control is nonexistent. That’s why so many pieces in a recent sale never got shipped because the bad pieces got mixed up with the good pieces. Hence people missed out and got pissed.
If a company uses a 9 month production process why are there so many bad quality pieces?
Because the quality of the ingredients used in manufacturing suck that’s why!
Again, Samantha your quality is no better than store bought, I know, I’ve found many problems with your quality and the way pieces are put together. Drilled holes in settings and beads that shouldn’t be there. Plastic glue on embellishments that hitch on your clothes or aren’t even glued on straight. Stones glued in settings where you can see through the stone and see the blob of glue underneath. Plastic looking beads, elastic bracelets that are too tight, bangles that are made too small to fit an average size hand. Rings not big or small enough, or break because it’s inferior. And that all comes back to the quality versus price. The quality is not worth the price. At least with chain store jewellery you know it’s cheap and the quality is not always perfect, but it is value for money.
4 – The prices are too much and many complain they cannot afford to keep buying. I’ve read blog posts where customers complain about the price and how their bank account won’t like it.
People will either give up a rent or bill payment to buy a piece, or go into debt and wrack up their credit card. It would be different, if the goods were still handmade in Australia, but they aren’t.
5 – That leads me to value for price. The high prices on some pieces are too much for the quality. Resin, a form of plastic, pewter, metals, plastic or wood beads. A plastic bangle does not equate to a price tag of $100 or more. If a chain store can sell the same, in some cases, exact products to slightly changed replicas, then why can’t the designer? Value for money just isn’t there.
6 – The company DOES NOT sell every single product in their collections on their own website. They make their customers run around to other websites and stores trying to track down the pieces they are after.
BAD, BAD, BAD business decision!
7 – Quantity is lacking. There seems to be very limited supplies of each piece, many selling out within hours of their release, again, customers have to run around trying to find a store that has the piece they’re after.
Wasn’t this the reason you put a manufacturing plant on the payroll in the first place? So you could churn out the quantity needed to supply all the stores and websites who buy wholesale so your customers had more to buy.
Apparently not, because quantity is not an issue for you. You clearly don’t seem to care if your customers get your jewellery and home wares products or not.
Pieces will be put up for sale weeks, if not months, after the collection debuts, and even then you may not see some of the pieces advertised. And a collection comes every three or so months. That means people miss out on buying all of your goods when your website should be the first port of call for sales.
8 – Customer service is supposedly fantastic. Only when people complain and ring in or email mind you. It would seem fantastic customer service is just a band aid for a festering wound that is getting bigger.
9 – Item descriptions with spelling mistakes and no understanding of what one off actually means. When you claim there are five of the particular article, it does not make it one off. It makes it five off. One off means there is ONLY ONE! Not very professional in your descriptions. So to the person doing the website, get a good understanding of what you’re actually writing.
10 – Staff and celebrities get to wear jewellery from collections anywhere up to 6 months before they’re even available for us mere mortal customers. That is unfair to consumers and is nothing but bragging about how you get to wear it long before the rest of us.
11 – Samantha is a waster who does not get that telling people how she spent $500 on a dye job at a salon and didn’t like it so she went and bought a $10 pack of Garnier and did her hair herself could possibly disgust some of us and show us what a waster she is and how she doesn’t care about blowing money and letting it pour through her fingers. She didn’t have a problem with wasting $500, and neither did those who replied. They were talking about it like it was no big deal and something they did every day.
I thought it was a shameful and disgusting waste of money, especially when Sam has complained about her credit card getting a workout, that she really should stop spending, and she should break up with her credit card, yet she owns her own company that’s worth millions because stupid people buy her jewellery at ridiculous prices. She thinks showing us her $400 jeans and $2000 Louis Vuitton bag that someone bought her is fine and not a problem.
Sure, I get showing off your goods and what you wear to people can be fun, showing us how you waste your money is not.
12 – Samantha thinks she’s being nice to people by claiming that they have more rings or bracelets than her after they post pics of their collections.
Stop lying. I hate liars and I hate people who think the only way to be nice is to lie to make someone feel or look good. It’s fake and full of shit. We all know you have more jewellery than anyone else and even you have said you have a production house at your disposal.
Telling people this is not believable and shows you to be a liar, even if you think it’s being nice to someone. It’s not, being lied to is not nice and those you say it too know you’re lying.
13 – Still on lying, claiming you don’t delete comments or posts, or block people on your Facebook page when I’m clear proof that you do.
14 – Samantha’s lack of maturity. She had a bad habit last year of ending comments with “don’t judge me”. Not believing you’re adult enough to back up a statement or comment, worried that people will judge you on what you say, or do, is childish behaviour not fit for an adult. You shouldn’t worry about what people will say unless you’re immature and believe that you can only sell things based on how nice you are.
I hate immature people who think the only way to get through life is to be immature, and if being immature is your way of getting people to like you, then I don’t. I cannot stand fake and pathetic. I want strong, opinionated women who have the guts to stand by their opinions and stand up for their morals. A woman who acts and talks like a woman and sees and says things how they really are instead of sucking up and playing nice to get people to like them.
Strong secure women have no need to make people like them. You do or you don’t and they don’t care either way because they have their own life to get on with and no time to worry about wishy washy pathetic people. Especially Gen Ys.
Samantha also seems to be more interested in being popular over social media that either she is oblivious to what’s happening, or she doesn’t care and leaves it up to her business partner who also seems to not care about the problems the company has.
That is not good for ANY company.
The forefront of business these days HAS to be their online store. They MUST sell every single product they make or supply because making your customers run around town for your products is not good enough.
YOUR website MUST be the one stop shop for customers worldwide as MOST people are not near a bricks and mortar store that sells your product. Everything you make and sell MUST be available to EVERYONE worldwide under your own store because people WILL get sick of running around trying to find the piece they’re after just to find they can’t get one (quantity issues).
That will turn customers off, just as bad quality will. So many are disgruntled and disgusted with their damaged goods that they paid full price for and arrived broken or broke after several wears. They state this disgust over Instagram and Facebook.
I have no idea whether this business, like many others, even care about their customers. Current and long running consumers will always be replaced with new ones so it doesn’t matter if some leave or stop buying the products because there will always be those who do, making the company rich, the workers rich and Samantha Wills rich.
One person even complained during a conversation on the FB page that Samantha was off living the high life travelling the world while she was going broke trying to pay off her credit card bills after all the SW jewellery she’d bought.
From what I have seen and read over social media in the last year more and more customers of SW are more and more disgruntled, disappointed, and disgusted with they way they are being treated.
All of these things have turned me off the SW brand. A recent buy, before being blocked, showed me how the quality was really lacking. The Rumours ring in blue was not as good as the photos and had a very tinny sound and look to it. I decided then and there not to waste my money on the matching bracelet and earrings. The quality in that ring is DEFINITELY no better than chain store bought jewellery.
Back in 2011 I did a post about designer knock offs. With the continuing prices of designer goods going up, and SW and her brand turning me against them, I have decided I’d rather buy or make knock offs than the real thing. I have said in a previous post I buy designs not designers. So I would rather buy the knock off of a particular design, whether SW designed it or not, than pay the ridiculous price she or another company has slapped on it when the quality is Chinese manufacturing plant quality.
Samantha has said that she struck it big with her jewellery just as big costume jewellery started taking off in Australia.
Well Sam, it’s 2013 now, there are dozens of chain stores and online stores all making big costume jewellery at 1 tenth of the price you charge, and sometimes they’re knock offs of your pieces which I would rather buy at 1 tenth of the price that the ridiculous price you put on them.
With bricks and mortar stores like Lovisa, Colette, Equip, and online stores like Wild Bling and eBay, you no longer corner the market or even own the market in big costume jewellery. With wages not going up as much as we’d like and credit card bills getting harder and harder to pay off, people turn to these stores in droves.
Sure, you’ll still get your loyal customers who buy and buy and buy and then whinge and whine under their breath to somehow justify supporting your fancy lifestyle. You’ll also get others who will leave because they are sick and tired of bad quality at ridiculous prices.
You’ll also get those who think sucking up is the way to go and won’t hear a bad word about you, even though every one is entitled to their opinion and won’t always like what you wear, do, or act. They always say how good you look, what a fantastic dress you’re wearing, and how much they want your jewellery. Those may be loyal now, but not later, when they too have had enough.
I am coming at this as a customer. A former consumer of Samantha Wills jewellery. A customer who is fed up with reading about all the problems, being treated like I’m nothing so you block me on Facebook for no real reason other than I have opinions on Samantha that don’t agree with your brand plan.
A customer who is fed up with the bad quality and high prices, to which I thank God I’ve bought it all cheap on eBay as so many pieces are not even worth second hand price.
A consumer who has been turned off by the company and the owner who clearly does not see, or does not want to see, that there are issues with her goods and business. A customer who is willing to buy knock offs or make her own versions, which in the case of bracelet stacks, is quite easy to do.
The buck stops with you Samantha. It’s your name on the door and masthead. You may have a business partner but things clearly are not being done, and so it comes back to you, your name, your reputation. Things which are taking a down turn due to problems not being dealt with and that will fare badly for you and your future.
I am the customer who has been shown what not to do when running a business. I am the consumer who has been turned off a brand and company by the constant problems and issues with the company and its owner.
I am the customer who has been pissed off by being blocked on Facebook for a reason I am yet to learn. A petty, pathetic, idiotic reason I would love to hear and have explained to me. I am the consumer who will NOT put up with crap from ANY company or business.
I am the 39 year old woman and customer who is fed up with businesses and the way they think they can treat people. I am the one who is taking my money elsewhere!